Practitioner Liaison(Edc)

**Purpose of the role**

**Key Performance Areas**

**Meet department objectives by achieving performance metrics (targets) set**
- Focus on achieving all Outsource & Debt Recovery goals, targets & objectives set by the department:

- Operational Cash Outcomes
- Activation rates
- Roll rates
- Transfers to legal rates
- Conversion rates
- Day to day processes

**Meet operational and quality efficiencies**
- Liaising with Practitioners (also commonly referred to as external debt collection agents with regard to handover files, pay-overs and customer queries
- Manage, drive and influence Practitioners
- Support department management through effective communication on performance related outcomes with Practitioners
- Collate and present information to support panel accreditation and termination outcomes
- Dedicated entry-point to facilitate and communicate Practitioner performance targets
- Translate Practitioner performance outcomes into good tactical insights

**Provide a comprehensive support function to the Outsource and Debt Recovery Department**
- Capture all required data in order to ensure all systems are up to date and accurate
- Processing of all administration orders and payment schedules
- Ensure all documents are completed, signed and approved within the required timeframes
- Reconciliation and balancing of external debt collection control
- Processing of all direct payments and reconciliation of invoices

**Liaise with stakeholders**
- Continuously build and maintain relationships with internal and external stakeholders by acting as a brand ambassador for the Group
- Always ensure that clear and professional communication takes place between all relevant stakeholders
- Continuously work towards improving experience and service delivery

**Reporting**
- Monitor and report on agreed Practitioner reporting standards as per SLA
- Provide accurate reports in line with the departments requirements

**Qualifications & Accreditations**

Grade 12 / Matric or Equivalent

**Experience & Skills**
- Minimum of 1 year experience in EDC management
- Knowledge and understanding of the Debt Collectors Act and the NCA
- Effective communication skills (verbal and written)
- Proven track record in problem solving whilst constructively managing conflict and disputes
- Excellent telephone etiquette
- Proven track record in report writing and presentations
- Clear credit and criminal record

**Attributes & Behaviours**
- Performance-driven and results -orientated with a relentless drive to succeed
- A strong can-do attitude and an energetic positive approach
- Attention to detail with a thorough approach to work
- Excellent listening and interpersonal communication (communicate across all levels)
- Team player but able to work independently
- Innovative and resilient to change
- Good planning and organisational ability